Naslov
Intelligent Call Transfer Based on Reinforcement Learning

Autori
Jevtić, Dragan ; Sablić, Denis

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Proceedings of the IEEE-INNS-ENNS, International Joint Conference on Neural Networks / Shun-Ishi Amari, C. Lee Giles, Marco Gori, Vincenzo Piuri - Carlton : Institute of Electrical and Electronics Engineers (IEEE), 2000, 120-123

Skup
International Joint Conference on Neural Networks, IJCNN2000

Mjesto i datum
Como, Italija, 24.07.2000. - 27.07.2000

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Q-učenje; osnaživanje; inteligentno usmnjeravanje
(Q-learning; reinforcement; Intelligent routing)

Sažetak
This paper presents an application of reinforcement Q-learning in solving the problem of an automatic call transfer. Given outcomes are the results of simulations. A potential problem has been detected in a telecommunication call center in which a particular association of agents is applied to serve large number of the incoming calls. The main idea presented here is the adaptation of the current call transfer toward an optimal agent. The search for an optimal agent is based on its current and previous activity. The simulations show that implementation of the knowledge about the agent behavior can, in particular situations, significantly accelerate the service system.

Izvorni jezik
Engleski

Znanstvena područja
Elektrotehnika

POVEZANOST RADA